kyTicket.php

<?php

/**
 * Kayako Ticket object.
 *
 * @author Tomasz Sawicki (https://github.com/Furgas)
 * @link http://wiki.kayako.com/display/DEV/REST+-+Ticket
 * @since Kayako version 4.40.1079
 * @package Object\Ticket
 *
 * @noinspection PhpDocSignatureInspection
 */
class kyTicket extends kyObjectWithCustomFieldsBase
{

    const FLAG_NONE = 0;
    const FLAG_PURPLE = 1;
    const FLAG_ORANGE = 2;
    const FLAG_GREEN = 3;
    const FLAG_YELLOW = 4;
    const FLAG_RED = 5;
    const FLAG_BLUE = 6;

    const CREATOR_AUTO = 0;
    const CREATOR_STAFF = 1;
    const CREATOR_USER = 2;
    const CREATOR_CLIENT = 2;

    const CREATION_MODE_SUPPORTCENTER = 1;
    const CREATION_MODE_STAFFCP = 2;
    const CREATION_MODE_EMAIL = 3;
    const CREATION_MODE_API = 4;
    const CREATION_MODE_SITEBADGE = 5;

    const CREATION_TYPE_DEFAULT = 'default';
    const CREATION_TYPE_PHONE = 'phone';

    /**
     * Flag for searching using query - search the Ticket ID & Mask ID.
     * @var string
     */
    const SEARCH_TICKET_ID = 'ticketid';

    /**
     * Flag for searching using query - search the Ticket Post Contents.
     * @var string
     */
    const SEARCH_CONTENTS = 'contents';

    /**
     * Flag for searching using query - search the Full Name & Email.
     * @var string
     */
    const SEARCH_AUTHOR = 'author';

    /**
     * Flag for searching using query - search the Email Address (Ticket & Posts).
     * @var string
     */
    const SEARCH_EMAIL = 'email';

    /**
     * Flag for searching using query - search the Email Address (only Tickets).
     * @var string
     */
    const SEARCH_CREATOR_EMAIL = 'creatoremail';

    /**
     * Flag for searching using query - search the Full Name.
     * @var string
     */
    const SEARCH_FULL_NAME = 'fullname';

    /**
     * Flag for searching using query - search the Ticket Notes.
     * @var string
     */
    const SEARCH_NOTES = 'notes';

    /**
     * Flag for searching using query - search the User Group.
     * @var string
     */
    const SEARCH_USER_GROUP = 'usergroup';

    /**
     * Flag for searching using query - search the User Organization.
     * @var string
     */
    const SEARCH_USER_ORGANIZATION = 'userorganization';

    /**
     * Flag for searching using query - search the User (Full Name, Email).
     * @var string
     */
    const SEARCH_USER = 'user';

    /**
     * Flag for searching using query - search the Ticket Tags.
     * @var string
     */
    const SEARCH_TAGS = 'tags';

    static protected $controller = '/Tickets/Ticket';
    static protected $object_xml_name = 'ticket';
    static protected $custom_field_group_class = 'kyTicketCustomFieldGroup';
    static protected $object_id_field = 'ticketid';

    /**
     * Default status identifier for new tickets.
     * @see kyTicket::setDefaults
     * @var int
     */
    static private $default_status_id = null;

    /**
     * Default priority identifier for new tickets.
     * @see kyTicket::setDefaults
     * @var int
     */
    static private $default_priority_id = null;

    /**
     * Default type identifier for new tickets.
     * @see kyTicket::setDefaults
     * @var int
     */
    static private $default_type_id = null;

    /**
     * Default status identifier for new tickets.
     * @see kyTicket::setDefaults
     * @var int
     */
    static private $auto_create_user = true;

    /**
     * Ticket identifier.
     * @apiField
     * @var int
     */
    protected $id;

    /**
     * Ticket flag type.
     *
     * @see kyTicket::FLAG constants.
     *
     * @apiField
     * @var int
     */
    protected $flag_type;

    /**
     * Ticket display identifier.
     * @apiField
     * @var string
     */
    protected $display_id;

    /**
     * Ticket department identifier.
     * @apiField required_create=true
     * @var int
     */
    protected $department_id;

    /**
     * Ticket status identifier.
     * @apiField required_create=true
     * @var int
     */
    protected $status_id;

    /**
     * Ticket priority identifier.
     * @apiField required_create=true
     * @var int
     */
    protected $priority_id;

    /**
     * Ticket type identifier.
     * @apiField required_create=true
     * @var int
     */
    protected $type_id;

    /**
     * Identifier of the user ticket was created by.
     * @apiField
     * @var int
     */
    protected $user_id;

    /**
     * Name of the organization of the user ticket was created by.
     * @apiField
     * @var string
     */
    protected $user_organization_name;

    /**
     * Identifier of the organization of the user ticket was created by.
     * @apiField
     * @var int
     */
    protected $user_organization_id;

    /**
     * Identifier of staff user who owns the ticket.
     * @apiField
     * @var int
     */
    protected $owner_staff_id;

    /**
     * Full name of staff user who owns the ticket.
     * @apiField
     * @var string
     */
    protected $owner_staff_name;

    /**
     * Full name of creator of the ticket.
     * @apiField required_create=true
     * @var int
     */
    protected $full_name;

    /**
     * E-mail of creator of the ticket.
     * @apiField required_create=true
     * @var string
     */
    protected $email;

    /**
     * Full name of the last replier to this ticket.
     * @apiField
     * @var string
     */
    protected $last_replier;

    /**
     * Ticket subject.
     * @apiField required_create=true
     * @var string
     */
    protected $subject;

    /**
     * Timestamp of when this ticket was created.
     * @apiField
     * @var int
     */
    protected $creation_time;

    /**
     * Timestamp of last activity in this ticket.
     * @apiField
     * @var int
     */
    protected $last_activity;

    /**
     * Timestamp of last staff user reply.
     * @apiField
     * @var int
     */
    protected $last_staff_reply;

    /**
     * Timestamp of last user reply.
     * @apiField
     * @var int
     */
    protected $last_user_reply;

    /**
     * Service Level Agreement plan identifier.
     * @apiField
     * @var int
     */
    protected $sla_plan_id;

    /**
     * Timestamp of when the next replay is due.
     * @apiField
     * @var int
     */
    protected $next_reply_due;

    /**
     * Timestamp of when resolution of the ticket is due.
     * @apiField
     * @var int
     */
    protected $resolution_due;

    /**
     * Reply count.
     * @apiField
     * @var int
     */
    protected $replies;

    /**
     * IP address from which the ticket was created.
     * @apiField
     * @var string
     */
    protected $ip_address;

    /**
     * Type of the ticket creator.
     *
     * @see kyTicket::CREATOR constants.
     *
     * @apiField
     * @var int
     */
    protected $creator;

    /**
     * Ticket creation mode.
     *
     * @see kyTicket::CREATION_MODE constants.
     *
     * @apiField
     * @var int
     */
    protected $creation_mode;

    /**
     * Ticket creation type.
     *
     * @see kyTicket::CREATION_TYPE constants.
     *
     * @apiField alias=type
     * @var int
     */
    protected $creation_type;

    /**
     * Is this ticket escalated.
     * @apiField
     * @var bool
     */
    protected $is_escalated;

    /**
     * Escalation rule identifier.
     * @apiField
     * @var int
     */
    protected $escalation_rule_id;

    /**
     * Template group identifier.
     * @apiField getter=getTemplateGroupId setter=setTemplateGroup alias=templategroup
     * @var int
     */
    protected $template_group_id;

    /**
     * Template group name.
     * @apiField getter=getTemplateGroupName setter=setTemplateGroup
     * @var string
     */
    protected $template_group_name;

    /**
     * Ticket tags.
     * @apiField
     * @var string
     */
    protected $tags;

    /**
     * Ticket watchers.
     * @apiField
     * @var array
     */
    protected $watchers;

    /**
     * Ticket workflows.
     * @apiField
     * @var array
     */
    protected $workflows;

    /**
     * Identifier os staff user who will create this ticket.
     * @apiField
     * @var int
     */
    protected $staff_id;

    /**
     * Ticket contents.
     * @apiField required_create=true
     * @var string
     */
    protected $contents = null;

    /**
     * Option to disable autoresponder e-mail.
     * @apiField
     * @var bool
     */
    protected $ignore_auto_responder = false;

    /**
     * Ticket status.
     * @var kyTicketStatus
     */
    private $status;

    /**
     * Ticket priority.
     * @var kyTicketPriority
     */
    private $priority;

    /**
     * Ticket type.
     * @var kyTicketType
     */
    private $type;

    /**
     * User, the creator of this ticket.
     * @var kyUser
     */
    private $user;

    /**
     * Organization of user who created this ticket.
     * @var kyUserOrganization
     */
    private $user_organization;

    /**
     * Staff user, the creator of this ticket.
     * @var kyStaff
     */
    private $staff;

    /**
     * Staff user who is the owner of this ticket.
     * @var kyStaff
     */
    private $owner_staff;

    /**
     * Department of this ticket.
     * @var kyDepartment
     */
    private $department = null;

    /**
     * List of ticket notes.
     * @var kyTicketNote[]
     */
    private $notes = null;

    /**
     * List of ticket time tracks.
     * @var kyTicketTimeTrack[]
     */
    private $time_tracks = null;

    /**
     * List of ticket posts.
     * @var kyTicketPost[]
     */
    private $posts = null;

    /**
     * List of ticket attachments.
     * @var kyTicketAttachment[]
     */
    private $attachments = null;

    /**
     * Tickets statistic.
     * @var array
     */
    static private $statistics = null;

    /**
     * Sets default status, priority and type for newly created tickets.
     *
     * @param int $status_id Default ticket status identifier.
     * @param int $priority_id Default ticket priority identifier.
     * @param int $type_id Default ticket type identifier.
     * @param bool $auto_create_user True to automatically create user if none is provided as creator. False otherwise.
     */
    static public function setDefaults($status_id, $priority_id, $type_id, $auto_create_user = true)
    {
        self::$default_status_id = $status_id;
        self::$default_priority_id = $priority_id;
        self::$default_type_id = $type_id;
        self::$auto_create_user = $auto_create_user;
    }

    protected function parseData($data)
    {
        $this->id = intval($data['_attributes']['id']);
        $this->flag_type = intval($data['_attributes']['flagtype']);
        $this->display_id = $data['displayid'];
        $this->department_id = ky_assure_positive_int((int)$data['departmentid']);
        $this->status_id = ky_assure_positive_int((int)$data['statusid']);
        $this->priority_id = ky_assure_positive_int((int)$data['priorityid']);
        $this->type_id = ky_assure_positive_int((int)$data['typeid']);
        $this->user_id = ky_assure_positive_int((int)$data['userid']);
        $this->user_organization_name = $data['userorganization'];
        $this->user_organization_id = ky_assure_positive_int((int)$data['userorganizationid']);
        $this->owner_staff_id = ky_assure_positive_int((int)$data['ownerstaffid']);
        $this->owner_staff_name = $data['ownerstaffname'];
        $this->full_name = $data['fullname'];
        $this->email = $data['email'];
        $this->last_replier = $data['lastreplier'];
        $this->subject = $data['subject'];
        $this->creation_time = ky_assure_positive_int((int)$data['creationtime']);
        $this->last_activity = ky_assure_positive_int((int)$data['lastactivity']);
        $this->last_staff_reply = ky_assure_positive_int((int)$data['laststaffreply']);
        $this->last_user_reply = ky_assure_positive_int((int)$data['lastuserreply']);
        $this->sla_plan_id = ky_assure_positive_int((int)$data['slaplanid']);
        $this->next_reply_due = ky_assure_positive_int((int)$data['nextreplydue']);
        $this->resolution_due = ky_assure_positive_int((int)$data['resolutiondue']);
        $this->replies = intval($data['replies']);
        $this->ip_address = $data['ipaddress'];
        $this->creator = intval($data['creator']);
        $this->creation_mode = intval($data['creationmode']);
        $this->creation_type = intval($data['creationtype']);
        $this->is_escalated = ky_assure_bool((bool)$data['isescalated']);
        $this->escalation_rule_id = ky_assure_positive_int((int)$data['escalationruleid']);
        $this->template_group_id = ky_assure_positive_int((int)$data['templategroupid']);
        if (is_numeric($data['templategroupid']) && !empty($data['templategroupid']) && isset($data['templategroupname'])) {
            $this->template_group_name = $data['templategroupname'];
        }
        $this->tags = $data['tags'];

        $this->watchers = array();
        if (array_key_exists('watcher', $data)) {
            foreach ($data['watcher'] as $watcher) {
                $this->watchers[] = array('staff_id' => intval((int)$watcher['_attributes']['staffid']), 'name' => $watcher['_attributes']['name']);
            }
        }

        $this->workflows = array();
        if (array_key_exists('workflow', $data)) {
            foreach ($data['workflow'] as $workflow) {
                $this->workflows[] = array('id' => intval((int)$workflow['_attributes']['id']), 'title' => $workflow['_attributes']['title']);
            }
        }

        /**
         * Notes and time tracks.
         */
        if (array_key_exists('note', $data)) {
            foreach ($data['note'] as $note_data) {
                /*
                 * Includes workaround for old format of TimeTrack object - if "timeworked" key is present than it's a time track.
                 */
                if ($note_data['_attributes']['type'] === 'timetrack' || array_key_exists('timeworked', $note_data['_attributes'])) {
                    if ($this->time_tracks === null)
                        $this->time_tracks = array();

                    $this->time_tracks[] = new kyTicketTimeTrack($note_data);
                } else {
                    if ($this->notes === null)
                        $this->notes = array();

                    $this->notes[] = new kyTicketNote($note_data);
                }
            }
        }

        /**
         * Posts.
         */
        if (array_key_exists('posts', $data)) {
            $this->posts = array();
            // This is a change from the Kayako PHP library on GitHub.  We
            // may have tickets with no posts due to migration from NetSuite
            // which violates the data model for Kayako.  Added an if statement
            // here to handle this situation.
            if (is_array($data['posts']) && count($data['posts']) > 0) {
                foreach ($data['posts'][0]['post'] as $post_data) {
                    $this->posts[] = new kyTicketPost($post_data);
                }
            }
        }
    }

    public function buildData($create)
    {
        $this->checkRequiredAPIFields($create);

        $data = array();

        $data['subject'] = $this->subject;
        $data['fullname'] = $this->full_name;
        $data['email'] = $this->email;
        $data['departmentid'] = $this->department_id;
        $data['ticketstatusid'] = $this->status_id;
        $data['ticketpriorityid'] = $this->priority_id;
        $data['tickettypeid'] = $this->type_id;

        if ($this->owner_staff_id > 0) {
            $data['ownerstaffid'] = $this->owner_staff_id;
        }

        $data['templategroup'] = is_numeric($this->template_group_id) ? $this->template_group_id : $this->template_group_name;

        if ($create) {
            switch ($this->creator) {
                case self::CREATOR_STAFF:
                    $data['staffid'] = $this->staff_id;
                    break;

                case self::CREATOR_USER:
                    $data['userid'] = $this->user_id;
                    break;

                case self::CREATOR_AUTO:
                    if (self::$auto_create_user) {
                        $data['autouserid'] = 1;
                        break;
                    }

                default:
                    throw new kyException("Value for API fields 'staffid' or 'userid' is required or automatic ticket user creation should be enabled for this operation to complete.");
                    break;
            }

            $data['contents'] = $this->contents;
            $data['type'] = $this->creation_type;
            $data['ignoreautoresponder'] = $this->ignore_auto_responder;
        } else {
            $data['userid'] = $this->user_id;
        }

        return $data;
    }

    /**
     * Searches for tickets based on provided data. You must provide at least one department identifier.
     *
     * @param kyDepartment|kyResultSet $departments Non-empty list of department identifiers.
     * @param array|kyResultSet|kyTicketStatus $ticket_statuses List of ticket status identifiers.
     * @param array|kyResultSet|kyStaff $owner_staffs List of staff (ticket owners) identifiers.
     * @param array|kyResultSet|kyUser $users List of user (ticket creators) identifiers.
     * @param $rowsPerPage (OPTIONAL)
     * @param $rowOffset (OPTIONAL)
     * @throws InvalidArgumentException
     * @return kyResultSet
     */
    static public function getAll($search_parameters = array())
    {

        list($departments, $ticket_statuses, $owner_staffs, $users, $max_items, $starting_ticket_id) = $search_parameters;

        if (!is_array($ticket_statuses)) {
            $ticket_statuses = array();
        }
        if (!is_array($owner_staffs)) {
            $owner_staffs = array();
        }
        if (!is_array($users)) {
            $users = array();
        }

        unset($search_parameters);
        $search_parameters = array('ListAll');

        $department_ids = array();
        if ($departments instanceof kyDepartment) {
            $department_ids = array($departments->getId());
        } elseif ($departments instanceof kyResultSet) {
            $department_ids = $departments->collectId();
        }

        //department
        if (count($department_ids) === 0)
            throw new InvalidArgumentException('You must provide at least one department to search for tickets.');

        $ticket_status_ids = array();
        if ($ticket_statuses instanceof kyTicketStatus) {
            $ticket_status_ids = array($ticket_statuses->getId());
        } elseif ($ticket_statuses instanceof kyResultSet) {
            $ticket_status_ids = $ticket_statuses->collectId();
        } elseif (is_array($ticket_statuses)) {
            $ticket_status_ids = $ticket_statuses;
        }

        $owner_staff_ids = array();
        if ($owner_staffs instanceof kyStaff) {
            $owner_staff_ids = array($owner_staffs->getId());
        } elseif ($owner_staffs instanceof kyResultSet) {
            $owner_staff_ids = $owner_staffs->collectId();
        }
        else if (is_array($owner_staffs))
        {
            $owner_staff_ids = $owner_staffs;
        }

        $user_ids = array();
        if ($users instanceof kyUser) {
            $user_ids = array($users->getId());
        } elseif ($users instanceof kyResultSet) {
            $user_ids = $users->collectId();
        }
        else if (is_array($users))
        {
            $user_ids = $users;
        }

        $search_parameters[] = implode(',', $department_ids);

        //ticket status
        if (count($ticket_status_ids) > 0)
            $search_parameters[] = implode(',', $ticket_status_ids);
        else
            $search_parameters[] = '-1';

        //owner staff
        if (count($owner_staff_ids) > 0)
            $search_parameters[] = implode(',', $owner_staff_ids);
        else
            $search_parameters[] = '-1';

        //user
        if (count($user_ids) > 0)
            $search_parameters[] = implode(',', $user_ids);
        else
            $search_parameters[] = '-1';

        if (is_numeric($starting_ticket_id) && $starting_ticket_id > 0) {
            if (!is_numeric($max_items) || $max_items <= 0) {
                $max_items = 1000;
            }
            $search_parameters[] = $max_items;
            $search_parameters[] = $starting_ticket_id;
        }

        return parent::getAll($search_parameters);
    }

    /**
     * Searches objects from server using query and search flags.
     * Example:
     * kyTicket::search("something", array(kyTicket::SEARCH_CONTENTS, kyTicket::SEARCH_NOTES));
     *
     * @param string $query What to search for.
     * @param array $areas List of areas where to search for as array with kyTicket::SEARCH_ constants.
     * @return kyResultSet
     */
    static public function search($query, $areas)
    {
        $data = array();
        $data['query'] = $query;

        foreach ($areas as $area) {
            $data[$area] = 1;
        }

        $result = self::getRESTClient()->post('/Tickets/TicketSearch', array(), $data);

        $objects = array();
        if (array_key_exists(static::$object_xml_name, $result)) {
            foreach ($result[static::$object_xml_name] as $object_data) {
                $objects[] = new static($object_data);
            }
        }
        return new kyResultSet($objects);
    }

    public function toString()
    {
        return sprintf("%s %s (creator: %s)", $this->getDisplayId(), $this->getSubject(), $this->getFullName());
    }

    public function getId($complete = false)
    {
        return $complete ? array($this->id) : $this->id;
    }

    /**
     * Sets the creator (User or Staff) of this post.
     *
     * @see kyTicket::CREATOR constants.
     *
     * @param int|kyUser|kyStaff $creator User identifier OR staff identifier OR user OR staff user.
     * @param int $type Creator type. Required only when $creator is an identifier.
     * @return kyTicket
     */
    public function setCreator($creator, $type = null)
    {
        if (is_numeric($creator)) {
            switch ($type) {
                case self::CREATOR_USER:
                    $this->setUserId($creator);
                    break;

                case self::CREATOR_STAFF:
                    $this->setStaffId($creator);
                    break;
            }
        } elseif ($creator instanceof kyUser) {
            $this->setUser($creator);
        } elseif ($creator instanceof kyStaff) {
            $this->setStaff($creator);
        }

        return $this;
    }

    /**
     * Sets the creator to be automatically created (or assigned) by the server based on specified data.
     *
     * @param string $full_name Full name of the creator.
     * @param string $email E-mail of the creator.
     * @return kyTicket
     */
    public function setCreatorAuto($full_name, $email)
    {
        $this->setFullName($full_name);
        $this->setEmail($email);
        $this->creator = self::CREATOR_AUTO;

        $this->user = null;
        $this->user_id = null;
        $this->staff = null;
        $this->staff_id = null;
        return $this;
    }

    /**
     * Returns flag type for the ticket.
     *
     * @see kyTicket::FLAG constants.
     *
     * @return int
     * @filterBy
     * @orderBy
     */
    public function getFlagType()
    {
        return $this->flag_type;
    }

    /**
     * Return display identifier of the ticket.
     *
     * @return string
     * @filterBy
     * @orderBy
     */
    public function getDisplayId()
    {
        return $this->display_id;
    }

    /**
     * Returns identifier of department associated with the ticket.
     *
     * @return int
     * @filterBy
     * @orderBy
     */
    public function getDepartmentId()
    {
        return $this->department_id;
    }

    /**
     * Sets identifier of department the ticket belongs to.
     *
     * @param int $department_id Department identifier.
     * @return kyTicket
     */
    public function setDepartmentId($department_id)
    {
        $this->department_id = ky_assure_positive_int($department_id);
        $this->department = null;
        return $this;
    }

    /**
     * Returns department object associated with the ticket.
     *
     * Result is cached until the end of script.
     *
     * @param bool $reload True to reload data from server. False to use the cached value (if present).
     * @return kyDepartment
     */
    public function getDepartment($reload = false)
    {
        if ($this->department !== null && !$reload)
            return $this->department;

        if ($this->department_id === null)
            return null;

        $this->department = kyDepartment::get($this->department_id);
        return $this->department;
    }

    /**
     * Sets the department the ticket belongs to.
     *
     * @param kyDepartment $department Department.
     * @return kyTicket
     */
    public function setDepartment($department)
    {
        $this->department = ky_assure_object($department, 'kyDepartment');
        $this->department_id = $this->department !== null ? $this->department->getId() : null;
        return $this;
    }

    /**
     * Returns identifier of this ticket status.
     *
     * @return int
     * @filterBy
     * @orderBy
     */
    public function getStatusId()
    {
        return $this->status_id;
    }

    /**
     * Sets identifier of this ticket status.
     *
     * @param int $ticket_status_id Ticket status identifier.
     * @return kyTicket
     */
    public function setStatusId($ticket_status_id)
    {
        $this->status_id = ky_assure_positive_int($ticket_status_id);
        $this->status = null;
        return $this;
    }

    /**
     * Returns ticket status.
     *
     * Result is cached until the end of script.
     *
     * @param bool $reload True to reload data from server. False to use the cached value (if present).
     * @return kyTicketStatus
     */
    public function getStatus($reload = false)
    {
        if ($this->status !== null && !$reload)
            return $this->status;

        if ($this->status_id === null)
            return null;

        $this->status = kyTicketStatus::get($this->status_id);
        return $this->status;
    }

    /**
     * Sets ticket status.
     *
     * @param kyTicketStatus $ticket_status Ticket status.
     * @return kyTicket
     */
    public function setStatus($ticket_status)
    {
        $this->status = ky_assure_object($ticket_status, 'kyTicketStatus');
        $this->status_id = $this->status !== null ? $this->status->getId() : null;
        return $this;
    }

    /**
     * Returns identifier of this ticket priority.
     *
     * @return int
     * @filterBy
     * @orderBy
     */
    public function getPriorityId()
    {
        return $this->priority_id;
    }

    /**
     * Sets identifier of this ticket priority.
     * @param int $ticket_priority_id Ticket priority identifier.
     * @return kyTicket
     */
    public function setPriorityId($ticket_priority_id)
    {
        $this->priority_id = ky_assure_positive_int($ticket_priority_id);
        $this->priority = null;
        return $this;
    }

    /**
     * Returns this ticket priority.
     *
     * Result is cached until the end of script.
     *
     * @param bool $reload True to reload data from server. False to use the cached value (if present).
     * @return kyTicketPriority
     */
    public function getPriority($reload = false)
    {
        if ($this->priority !== null && !$reload)
            return $this->priority;

        if ($this->priority_id === null)
            return null;

        $this->priority = kyTicketPriority::get($this->priority_id);
        return $this->priority;
    }

    /**
     * Sets this ticket priority.
     *
     * @param kyTicketPriority $ticket_priority
     * @return kyTicket
     */
    public function setPriority($ticket_priority)
    {
        $this->priority = ky_assure_object($ticket_priority, 'kyTicketPriority');
        $this->priority_id = $this->priority !== null ? $this->priority->getId() : null;
        return $this;
    }

    /**
     * Returns identifier of this ticket type.
     *
     * @return int
     * @filterBy
     * @orderBy
     */
    public function getTypeId()
    {
        return $this->type_id;
    }

    /**
     * Sets identifier of this ticket type.
     *
     * @param int $ticket_type_id Ticket type identifier.
     * @return kyTicket
     */
    public function setTypeId($ticket_type_id)
    {
        $this->type_id = ky_assure_positive_int($ticket_type_id);
        $this->type = null;
        return $this;
    }

    /**
     * Returns this ticket type.
     *
     * Result is cached until the end of script.
     *
     * @param bool $reload True to reload data from server. False to use the cached value (if present).
     * @return kyTicketType
     */
    public function getType($reload = false)
    {
        if ($this->type !== null && !$reload)
            return $this->type;

        if ($this->type_id === null)
            return null;

        $this->type = kyTicketType::get($this->type_id);
        return $this->type;
    }

    /**
     * Sets this ticket type.
     *
     * @param kyTicketType $ticket_type Ticket type.
     * @return kyTicket
     */
    public function setType($ticket_type)
    {
        $this->type = ky_assure_object($ticket_type, 'kyTicketType');
        $this->type_id = $this->type !== null ? $this->type->getId() : null;
        return $this;
    }

    /**
     * Returns identifier of user, the creator of this ticket.
     *
     * @return int
     * @filterBy
     * @orderBy
     */
    public function getUserId()
    {
        return $this->user_id;
    }

    /**
     * Sets identifier of user, the creator of this ticket.
     *
     * @param int $user_id User identifier.
     * @return kyTicket
     */
    public function setUserId($user_id)
    {
        $this->user_id = ky_assure_positive_int($user_id);
        $this->creator = $this->user_id > 0 ? self::CREATOR_USER : null;
        $this->user = $this->user_id > 0 ? kyUser::get($this->user_id) : null;
        if ($this->user !== null) {
            $this->full_name = $this->user->getFullName();
            $this->email = $this->user->getEmail();
        }

        $this->staff_id = null;
        $this->staff = null;
        return $this;
    }

    /**
     * Returns user, the creator of this ticket.
     *
     * Result is cached until the end of script.
     *
     * @param bool $reload True to reload data from server. False to use the cached value (if present).
     * @return kyUser
     */
    public function getUser($reload = false)
    {
        if ($this->user !== null && !$reload)
            return $this->user;

        if ($this->user_id === null)
            return null;

        $this->user = kyUser::get($this->user_id);
        return $this->user;
    }

    /**
     * Sets user, the creator of this post.
     *
     * @param kyUser $user User.
     * @return kyTicketPost
     */
    public function setUser($user)
    {
        $this->user = ky_assure_object($user, 'kyUser');
        $this->user_id = $this->user !== null ? $this->user->getId() : null;
        $this->creator = $this->user !== null ? self::CREATOR_USER : null;
        if ($this->user !== null) {
            $this->full_name = $this->user->getFullName();
            $this->email = $this->user->getEmail();
        }

        $this->staff_id = null;
        $this->staff = null;
        return $this;
    }

    /**
     * Returns name of organization the user who created the ticket belongs to.
     *
     * @return string
     * @filterBy
     * @orderBy
     */
    public function getUserOrganizationName()
    {
        return $this->user_organization_name;
    }

    /**
     * Returns identifier of organization the user who created the ticket belongs to.
     *
     * @return int
     * @filterBy
     * @orderBy
     */
    public function getUserOrganizationId()
    {
        return $this->user_organization_id;
    }

    /**
     * Return organization the user who created the ticket belongs to.
     *
     * Result is cached until the end of script.
     *
     * @param bool $reload True to reload data from server. False to use the cached value (if present).
     * @return kyUserOrganization
     */
    public function getUserOrganization($reload = false)
    {
        if ($this->user_organization !== null && !$reload)
            return $this->user_organization;

        if ($this->user_organization_id === null)
            return null;

        $this->user_organization = kyUserOrganization::get($this->user_organization_id);
        return $this->user_organization;
    }

    /**
     * Sets identifier of staff user, the creator of this ticket.
     *
     * @param int $staff_id Staff user identifier.
     * @return kyTicketPost
     */
    public function setStaffId($staff_id)
    {
        $this->staff_id = ky_assure_positive_int($staff_id);
        $this->creator = $this->staff_id > 0 ? self::CREATOR_STAFF : null;
        $this->staff = $this->staff_id > 0 ? kyStaff::get($this->staff_id) : null;
        if ($this->staff !== null) {
            $this->full_name = $this->staff->getFullName();
            $this->email = $this->staff->getEmail();
        }

        $this->user_id = null;
        $this->user = null;
        return $this;
    }

    /**
     * Sets staff user, the creator of this ticket.
     *
     * @param kyStaff $staff Staff user.
     * @return kyTicketPost
     */
    public function setStaff($staff)
    {
        $this->staff = ky_assure_object($staff, 'kyStaff');
        $this->staff_id = $this->staff !== null ? $this->staff->getId() : null;
        $this->creator = $this->staff !== null ? self::CREATOR_STAFF : null;
        if ($this->staff !== null) {
            $this->full_name = $this->staff->getFullName();
            $this->email = $this->staff->getEmail();
        }

        $this->user_id = null;
        $this->user = null;
        return $this;
    }

    /**
     * Returns full name of the staff user, owner of this ticket.
     *
     * @return string
     * @filterBy
     * @orderBy
     */
    public function getOwnerStaffName()
    {
        return $this->owner_staff_name;
    }

    /**
     * Returns identifier of the staff user, owner of this ticket.
     *
     * @return int
     * @filterBy
     * @orderBy
     */
    public function getOwnerStaffId()
    {
        return $this->owner_staff_id;
    }

    /**
     * Sets identifier of the staff user, owner of this ticket.
     *
     * @param int $owner_staff_id Staff user identifier.
     * @return kyTicket
     */
    public function setOwnerStaffId($owner_staff_id)
    {
        $this->owner_staff_id = ky_assure_positive_int($owner_staff_id);
        $this->owner_staff = null;
        return $this;
    }

    /**
     * Return staff user, owner of this ticket.
     *
     * Result is cached until the end of script.
     *
     * @param bool $reload True to reload data from server. False to use the cached value (if present).
     * @return kyStaff
     */
    public function getOwnerStaff($reload = false)
    {
        if ($this->owner_staff !== null && !$reload)
            return $this->owner_staff;

        if ($this->owner_staff_id === null)
            return null;

        $this->owner_staff = kyStaff::get($this->owner_staff_id);
        return $this->owner_staff;
    }

    /**
     * Sets staff user, owner of this ticket.
     *
     * @param kyStaff $owner_staff Staff user.
     * @return kyTicket
     */
    public function setOwnerStaff($owner_staff)
    {
        $this->owner_staff = ky_assure_object($owner_staff, 'kyStaff');
        $this->owner_staff_id = $this->owner_staff !== null ? $this->owner_staff->getId() : null;
        return $this;
    }

    /**
     * Returns the creator full name.
     *
     * @return string
     * @filterBy
     * @orderBy
     */
    public function getFullName()
    {
        return $this->full_name;
    }

    /**
     * Sets the creator full name.
     *
     * @param string $full_name Creator full name.
     * @return kyTicket
     */
    public function setFullName($full_name)
    {
        $this->full_name = ky_assure_string($full_name);
        return $this;
    }

    /**
     * Return the creator e-mail address.
     *
     * @return string
     * @filterBy
     * @orderBy
     */
    public function getEmail()
    {
        return $this->email;
    }

    /**
     * Sets the creator e-mail address.
     *
     * @param string $email Creator e-mail.
     * @return kyTicket
     */
    public function setEmail($email)
    {
        $this->email = ky_assure_string($email);
        return $this;
    }

    /**
     * Returns full name of the last person replied to this ticket.
     *
     * @return string
     * @filterBy
     * @orderBy
     */
    public function getLastReplier()
    {
        return $this->last_replier;
    }

    /**
     * Returns the subject of this ticket.
     *
     * @return string
     * @filterBy
     * @orderBy
     */
    public function getSubject()
    {
        return $this->subject;
    }

    /**
     * Sets the subject of this ticket.
     *
     * @param string $subject Ticket subject.
     * @return kyTicket
     */
    public function setSubject($subject)
    {
        $this->subject = $subject;
        return $this;
    }

    /**
     * Returns date and time this ticket was created.
     *
     * @see http://www.php.net/manual/en/function.date.php
     *
     * @param string $format Output format of the date. If null the format set in client configuration is used.
     * @return string
     * @filterBy
     * @orderBy
     */
    public function getCreationTime($format = null)
    {
        if ($this->creation_time == null)
            return null;

        if ($format === null) {
            $format = kyConfig::get()->getDatetimeFormat();
        }

        return date($format, $this->creation_time);
    }

    /**
     * Returns date and time of last activity on this ticket.
     *
     * @see http://www.php.net/manual/en/function.date.php
     *
     * @param string $format Output format of the date. If null the format set in client configuration is used.
     * @return string
     * @filterBy
     * @orderBy
     */
    public function getLastActivity($format = null)
    {
        if ($this->last_activity == null)
            return null;

        if ($format === null) {
            $format = kyConfig::get()->getDatetimeFormat();
        }

        return date($format, $this->last_activity);
    }

    /**
     * Returns date and time of last staff user reply to this ticket.
     *
     * @see http://www.php.net/manual/en/function.date.php
     *
     * @param string $format Output format of the date. If null the format set in client configuration is used.
     * @return string
     * @filterBy
     * @orderBy
     */
    public function getLastStaffReply($format = null)
    {
        if ($this->last_staff_reply == null)
            return null;

        if ($format === null) {
            $format = kyConfig::get()->getDatetimeFormat();
        }

        return date($format, $this->last_staff_reply);
    }

    /**
     * Returns date and time of last user reply to this ticket.
     *
     * @see http://www.php.net/manual/en/function.date.php
     *
     * @param string $format Output format of the date. If null the format set in client configuration is used.
     * @return string
     * @filterBy
     * @orderBy
     */
    public function getLastUserReply($format = null)
    {
        if ($this->last_user_reply == null)
            return null;

        if ($format === null) {
            $format = kyConfig::get()->getDatetimeFormat();
        }

        return date($format, $this->last_user_reply);
    }

    /**
     * Returns Service Level Agreement plan identifier.
     *
     * @return int
     * @filterBy
     */
    public function getSLAPlanId()
    {
        return $this->sla_plan_id;
    }

    /**
     * Returns next ticket reply due date and time.
     *
     * @see http://www.php.net/manual/en/function.date.php
     *
     * @param string $format Output format of the date. If null the format set in client configuration is used.
     * @return string
     * @filterBy
     * @orderBy
     */
    public function getNextReplyDue($format = null)
    {
        if ($this->next_reply_due == null)
            return null;

        if ($format === null) {
            $format = kyConfig::get()->getDatetimeFormat();
        }

        return date($format, $this->next_reply_due);
    }

    /**
     * Returns ticket resolution due date and time.
     *
     * @see http://www.php.net/manual/en/function.date.php
     *
     * @param string $format Output format of the date. If null the format set in client configuration is used.
     * @return string
     * @filterBy
     * @orderBy
     */
    public function getResolutionDue($format = null)
    {
        if ($this->resolution_due == null)
            return null;

        if ($format === null) {
            $format = kyConfig::get()->getDatetimeFormat();
        }

        return date($format, $this->resolution_due);
    }

    /**
     * Returns replies count.
     *
     * @return int
     * @filterBy
     * @orderBy
     */
    public function getReplies()
    {
        return $this->replies;
    }

    /**
     * Returns IP address from which this post was created.
     *
     * @return string
     * @filterBy
     * @orderBy
     */
    public function getIPAddress()
    {
        return $this->ip_address;
    }

    /**
     * Returns creator type.
     *
     * @see kyTicket::CREATOR constants.
     *
     * @return int
     * @filterBy
     * @orderBy
     */
    public function getCreatorType()
    {
        return $this->creator;
    }

    /**
     * Returns creation mode.
     *
     * @see kyTicket::CREATION_MODE constants.
     *
     * @return int
     * @filterBy
     * @orderBy
     */
    public function getCreationMode()
    {
        return $this->creation_mode;
    }

    /**
     * Returns creation type.
     *
     * @see kyTicket::CREATION_TYPE constants.
     *
     * @return int
     * @filterBy
     * @orderBy
     */
    public function getCreationType()
    {
        return $this->creation_type;
    }

    /**
     * Sets the creation type for this ticket.
     *
     * @see kyTicket::CREATION_TYPE constants.
     *
     * @param int $creation_type Creation type.
     * @return kyTicket
     */
    public function setCreationType($creation_type)
    {
        $this->creation_type = ky_assure_constant($creation_type, $this, 'CREATION_TYPE');
        return $this;
    }

    /**
     * Returns whether this ticket has escalated.
     *
     * @return bool
     * @filterBy
     * @orderBy
     */
    public function getIsEscalated()
    {
        return $this->is_escalated;
    }

    /**
     * Returns escalation rule identifier.
     *
     * @return int
     * @filterBy
     */
    public function getEscalationRuleId()
    {
        return $this->escalation_rule_id;
    }

    /**
     * Returns ticket tags.
     *
     * @return string
     * @filterBy
     */
    public function getTags()
    {
        return $this->tags;
    }

    /**
     * Returns template group identifier.
     *
     * @return int
     * @filterBy
     * @orderBy
     */
    public function getTemplateGroupId()
    {
        return $this->template_group_id;
    }

    /**
     * Sets the template group identifier.
     * Resets template group name.
     *
     * @param int $template_group_id Template group identifier.
     * @return kyTicket
     */
    public function setTemplateGroupId($template_group_id)
    {
        $this->template_group_id = ky_assure_positive_int($template_group_id);
        $this->template_group_name = null;
        return $this;
    }

    /**
     * Returns template group name.
     *
     * @return string
     * @filterBy
     * @orderBy
     */
    public function getTemplateGroupName()
    {
        return $this->template_group_name;
    }

    /**
     * Sets the template group name.
     * Resets template group identifier.
     *
     * @param string $template_group_name Template group name.
     * @return kyTicket
     */
    public function setTemplateGroupName($template_group_name)
    {
        $this->template_group_name = ky_assure_string($template_group_name);
        $this->template_group_id = null;
        return $this;
    }

    /**
     * Sets the template group. You can provide name or identifier.
     *
     * @param string|int $template_group_id_or_name Template group name or identifier.
     * @return kyTicket
     */
    public function setTemplateGroup($template_group_id_or_name)
    {
        if (is_numeric($template_group_id_or_name)) {
            $this->setTemplateGroupId($template_group_id_or_name);
        } else {
            $this->setTemplateGroupName($template_group_id_or_name);
        }
        return $this;
    }

    /**
     * Sets whether to ignore (disable) autoresponder e-mail.
     *
     * @param bool $ignore_auto_responder Whether to ignore (disable) autoresponder e-mail.
     * @return kyTicket
     */
    public function setIgnoreAutoResponder($ignore_auto_responder)
    {
        $this->ignore_auto_responder = ky_assure_bool($ignore_auto_responder);
        return $this;
    }

    /**
     * Returns tickets watchers.
     * Format of returned array:
     * <pre>
     * array(
     *   array(
     *     'staff_id' => <staff identifier>,
     *     'name' => '<staff full name>'
     *   ),
     *   ...
     * )
     * </pre>
     *
     * @return array
     */
    public function getWatchers()
    {
        return ky_assure_array($this->watchers);
    }

    /**
     * Returns tickets workflows.
     * Format of returned array:
     * <pre>
     * array(
     *   array(
     *     'id' => <workflow identifier>,
     *     'title' => '<workflow title>'
     *   ),
     *   ...
     * )
     * </pre>
     *
     * @return array
     */
    public function getWorkflows()
    {
        return ky_assure_array($this->workflows);
    }

    /**
     * Returns list of ticket notes.
     *
     * Result is cached till the end of script.
     *
     * @param bool $reload True to reload notes from server.
     * @return kyResultSet
     */
    public function getNotes($reload = false)
    {
        if ($this->notes === null || $reload) {
            $this->notes = kyTicketNote::getAll($this->getId())->getRawArray();
        }
        return new kyResultSet($this->notes);
    }

    /**
     * Returns list of ticket time tracks.
     *
     * Result is cached till the end of script.
     *
     * @param bool $reload True to reload time tracks from server.
     * @return kyResultSet
     */
    public function getTimeTracks($reload = false)
    {
        if ($this->time_tracks === null || $reload) {
            $this->time_tracks = kyTicketTimeTrack::getAll($this->getId())->getRawArray();
        }
        /** @noinspection PhpParamsInspection */
        return new kyResultSet($this->time_tracks);
    }

    /**
     * Returns list of ticket posts.
     *
     * Result is cached till the end of script.
     *
     * @param bool $reload True to reload posts from server.
     * @return kyResultSet
     */
    public function getPosts($reload = false)
    {
        if ($this->posts === null || $reload) {
            $kyResultSet = kyTicketPost::getAll($this->getId());
            $this->posts = (method_exists($kyResultSet, 'getRawArray')) ? kyTicketPost::getAll($this->getId())->getRawArray() : null;
        }
        /** @noinspection PhpParamsInspection */
        return new kyResultSet($this->posts);
    }

    /**
     * Returns first post of this ticket.
     *
     * @return kyTicketPost
     */
    public function getFirstPost()
    {
        return $this->getPosts()->first();
    }

    /**
     * Returns list of attachments in all posts of this ticket.
     *
     * Result is cached till the end of script.
     *
     * @param bool $reload True to reload attachments from server.
     * @return kyTicketAttachment[]
     */
    public function getAttachments($reload = false)
    {
        if ($this->attachments === null || $reload) {
            $this->attachments = kyTicketAttachment::getAll($this->id)->getRawArray();
        }
        /** @noinspection PhpParamsInspection */
        return new kyResultSet($this->attachments);
    }

    /**
     * Sets the contents of this ticket (first ticket post).
     *
     * @param string $contents Ticket contents.
     * @return kyTicket
     */
    public function setContents($contents)
    {
        $this->contents = ky_assure_string($contents);
        return $this;
    }

    /**
     * Generic method for creating new ticket (without setting creator).
     *
     * @param kyDepartment $department Department where new ticket will be created.
     * @param string $contents Contents of the first post.
     * @param string $subject Subject of new ticket.
     * @return kyTicket
     */
    static private function createNewGeneric($department, $contents, $subject)
    {
        $new_ticket = new kyTicket();
        $new_ticket->setStatusId(self::$default_status_id);
        $new_ticket->setPriorityId(self::$default_priority_id);
        $new_ticket->setTypeId(self::$default_type_id);
        $new_ticket->setDepartment($department);
        $new_ticket->setSubject($subject);
        $new_ticket->setContents($contents);
        return $new_ticket;
    }

    /**
     * Creates new ticket with implicit user or staff as creator.
     * WARNING: Data is not sent to Kayako unless you explicitly call create() on this method's result.
     *
     * @param kyDepartment $department Department where new ticket will be created.
     * @param kyUser|kyStaff $creator Creator (User or Staff) of new ticket.
     * @param string $contents Contents of the first post.
     * @param string $subject Subject of new ticket.
     * @return kyTicket
     */
    static public function createNew(kyDepartment $department, $creator, $contents, $subject)
    {
        $new_ticket = self::createNewGeneric($department, $contents, $subject);
        $new_ticket->setCreator($creator);
        return $new_ticket;
    }

    /**
     * Creates new ticket with creator user automatically created by server using provided name and e-mail.
     * WARNING: Data is not sent to Kayako unless you explicitly call create() on this method's result.
     *
     * @param kyDepartment $department Department where new ticket will be created.
     * @param string $creator_full_name Creator full name.
     * @param string $creator_email Creator e-mail.
     * @param string $contents Contents of the first post.
     * @param string $subject Subject of new ticket.
     * @return kyTicket
     */
    static public function createNewAuto(kyDepartment $department, $creator_full_name, $creator_email, $contents, $subject)
    {
        $new_ticket = self::createNewGeneric($department, $contents, $subject);
        $new_ticket->setCreatorAuto($creator_full_name, $creator_email);
        return $new_ticket;
    }

    /**
     * Creates new post in this ticket.
     * WARNING: Data is not sent to Kayako unless you explicitly call create() on this method's result.
     *
     * @param kyUser|kyStaff $creator Creator (User or Staff) of new post.
     * @param string $contents Contents of new post.
     * @return kyTicketPost
     */
    public function newPost($creator, $contents)
    {
        return kyTicketPost::createNew($this, $creator, $contents);
    }

    /**
     * Creates new note in this ticket.
     * WARNING: Data is not sent to Kayako unless you explicitly call create() on this method's result.
     *
     * @param kyStaff $creator Creator (staff) of new note.
     * @param string $contents Contents of new note.
     * @return kyTicketNote
     */
    public function newNote(kyStaff $creator, $contents)
    {
        return kyTicketNote::createNew($this, $creator, $contents);
    }

    /**
     * Creates new ticket time track for this ticket.
     * WARNING: Data is not sent to Kayako unless you explicitly call create() on this method's result.
     *
     * @param string $contents Note contents.
     * @param kyStaff $staff Staff user - both creator and worker.
     * @param string $time_worked Worked time formatted as hh:mm. Work date will be set to current datetime.
     * @param string $time_billable Billable time formatted as hh:mm. Bill date will be set to current datetime.
     * @return kyTicketTimeTrack
     */
    public function newTimeTrack($contents, kyStaff $staff, $time_worked, $time_billable)
    {
        return kyTicketTimeTrack::createNew($this, $contents, $staff, $time_worked, $time_billable);
    }

    /**
     * Returns statistics for all tickets in database. Result is cached.
     * Format or result:
     * <pre>
     *    array(
     *        'departments' => array( //statistics per department (if there are no tickets in department then there will be no record with its id here)
     *            <department id> => array( //tickets assigned to department with this id
     *                'last_activity' => <date and time of last activity on tickets in this department>,
     *                'total_items' => <total amount of tickets in this department>,
     *                'total_unresolved_items' => <total amount of unresolved tickets in this department>,
     *                'ticket_statuses' => array( //statistics per ticket status in the department
     *                    <ticket status id> => array(
     *                        'last_activity' => <date and time of last activity on tickets with this status in this department>,
     *                        'total_items' => <total amount of tickets with this status in this department>
     *                    ),
     *                    ...
     *                ),
     *                'ticket_types' => array( //statistics per ticket type in the department
     *                    <ticket type id> => array(
     *                        'last_activity' => <date and time of last activity on tickets of this type in this department>,
     *                        'total_items' => <total amount of tickets of this type in this department>,
     *                        'total_unresolved_items' => <total amount of unresolved tickets of this type in this department>,
     *                    ),
     *                    ...,
     *                    'unknown' => array(  //in Kayako 4.01.204 all ticket types will be unknown because of a bug (http://dev.kayako.com/browse/SWIFT-1465)
     *                        ...
     *                    )
     *                )
     *                'ticket_owners' => array( //statistics per ticket owner in the department
     *                    <owner staff id> => array(
     *                        'last_activity' => <date and time of last activity on tickets assigned to this staff in this department>,
     *                        'total_items' => <total amount of tickets assigned to this staff in this department>,
     *                        'total_unresolved_items' => <total amount of unresolved tickets assigned to this staff in this department>,
     *                    ),
     *                    ...,
     *                    'unassigned' => array(  //tickets not assigned to any staff
     *                        ...
     *                    )
     *                )
     *            ),
     *            ...,
     *            'unknown' => array( //tickets in Trash
     *                ...
     *            )
     *        ),
     *        'ticket_statuses' => array( //statistics per ticket status in all departments
     *            <ticket status id> => array(
     *                'last_activity' => <date and time of last activity on tickets with this status in all departments>,
     *                'total_items' => <total amount of tickets with this status in all departments>
     *            ),
     *            ...
     *        ),
     *        'ticket_owners' => array( //statistics per ticket owner in all departments
     *            <owner staff id> => array(
     *                'last_activity' => <date and time of last activity on tickets assigned to this staff in all department>,
     *                'total_items' => <total amount of tickets assigned to this staff in all department>,
     *                'total_unresolved_items' => <total amount of unresolved tickets assigned to this staff in all department>,
     *            ),
     *            ...,
     *            'unassigned' => array(  //tickets not assigned to any staff no matter what department
     *                ...
     *            )
     *        )
     *    )
     * </pre>
     *
     * @param bool $reload True to reload statistics data from server.
     * @return array
     */
    static public function getStatistics($reload = false)
    {
        if (self::$statistics !== null && !$reload)
            return self::$statistics;

        self::$statistics = array('departments' => array(), 'ticket_statuses' => array(), 'ticket_owners' => array());
        $raw_stats = self::getRESTClient()->get('/Tickets/TicketCount', array());

        foreach ($raw_stats['departments'][0]['department'] as $department_raw_stats) {
            $department_id = intval($department_raw_stats['_attributes']['id']);

            $department_stats = array();
            $department_stats['last_activity'] = intval($department_raw_stats['lastactivity']) > 0 ? date(kyConfig::get()->getDatetimeFormat(), $department_raw_stats['lastactivity']) : null;
            $department_stats['total_items'] = $department_raw_stats['totalitems'];
            $department_stats['total_unresolved_items'] = $department_raw_stats['totalunresolveditems'];

            foreach ($department_raw_stats['ticketstatus'] as $ticket_status_raw_stats) {
                $ticket_status_id = intval($ticket_status_raw_stats['_attributes']['id']);

                $ticket_status_stats = array();
                $ticket_status_stats['last_activity'] = intval($ticket_status_raw_stats['_attributes']['lastactivity']) > 0 ? date(kyConfig::get()->getDatetimeFormat(), $ticket_status_raw_stats['_attributes']['lastactivity']) : null;
                $ticket_status_stats['total_items'] = $ticket_status_raw_stats['_attributes']['totalitems'];

                $department_stats['ticket_statuses'][$ticket_status_id] = $ticket_status_stats;
            }

            //this is broken in Kayako 4.01.240, tickettype id is always 0 (unknown) - http://dev.kayako.com/browse/SWIFT-1465
            foreach ($department_raw_stats['tickettype'] as $ticket_type_raw_stats) {
                $ticket_type_id = intval($ticket_type_raw_stats['_attributes']['id']);

                $ticket_type_stats = array();
                $ticket_type_stats['last_activity'] = intval($ticket_type_raw_stats['_attributes']['lastactivity']) > 0 ? date(kyConfig::get()->getDatetimeFormat(), $ticket_type_raw_stats['_attributes']['lastactivity']) : null;
                $ticket_type_stats['total_items'] = $ticket_type_raw_stats['_attributes']['totalitems'];
                $ticket_type_stats['total_unresolved_items'] = $ticket_type_raw_stats['_attributes']['totalunresolveditems'];

                $department_stats['ticket_types'][$ticket_type_id > 0 ? $ticket_type_id : 'unknown'] = $ticket_type_stats;
            }

            foreach ($department_raw_stats['ownerstaff'] as $owner_staff_raw_stats) {
                $staff_id = intval($owner_staff_raw_stats['_attributes']['id']);

                $owner_staff_stats = array();
                $owner_staff_stats['last_activity'] = intval($owner_staff_raw_stats['_attributes']['lastactivity']) > 0 ? date(kyConfig::get()->getDatetimeFormat(), $owner_staff_raw_stats['_attributes']['lastactivity']) : null;
                $owner_staff_stats['total_items'] = $owner_staff_raw_stats['_attributes']['totalitems'];
                $owner_staff_stats['total_unresolved_items'] = $owner_staff_raw_stats['_attributes']['totalunresolveditems'];

                $department_stats['ticket_owners'][$staff_id > 0 ? $staff_id : 'unassigned'] = $owner_staff_stats;
            }

            //unknown department is for example for tickets in Trash
            self::$statistics['departments'][$department_id > 0 ? $department_id : 'unknown'] = $department_stats;
        }

        foreach ($raw_stats['statuses'][0]['ticketstatus'] as $ticket_status_raw_stats) {
            $ticket_status_id = intval($ticket_status_raw_stats['_attributes']['id']);

            $ticket_status_stats = array();
            $ticket_status_stats['last_activity'] = intval($ticket_status_raw_stats['_attributes']['lastactivity']) > 0 ? date(kyConfig::get()->getDatetimeFormat(), $ticket_status_raw_stats['_attributes']['lastactivity']) : null;
            $ticket_status_stats['total_items'] = $ticket_status_raw_stats['_attributes']['totalitems'];

            self::$statistics['ticket_statuses'][$ticket_status_id] = $ticket_status_stats;
        }

        foreach ($raw_stats['owners'][0]['ownerstaff'] as $owner_staff_raw_stats) {
            $staff_id = intval($owner_staff_raw_stats['_attributes']['id']);

            $owner_staff_stats = array();
            $owner_staff_stats['last_activity'] = intval($owner_staff_raw_stats['_attributes']['lastactivity']) > 0 ? date(kyConfig::get()->getDatetimeFormat(), $owner_staff_raw_stats['_attributes']['lastactivity']) : null;
            $owner_staff_stats['total_items'] = $owner_staff_raw_stats['_attributes']['totalitems'];
            $owner_staff_stats['total_unresolved_items'] = $owner_staff_raw_stats['_attributes']['totalunresolveditems'];

            self::$statistics['ticket_owners'][$staff_id > 0 ? $staff_id : 'unassigned'] = $owner_staff_stats;
        }
        return self::$statistics;
    }
}